Position Overview

- Role: Process Trainer lead(Voice)
- Experience Required: 2 to 3 years as a Trainer in a BPO Voice Process
- Location: Chennai (On-site / Immediate Joiner preferred)
- Salary Range: Up to 4.5 LPA (Based on experience and current CTC)
- Language Proficiency: Fluent in English, Tamil, and Telugu (Read, Write, and Speak)

Key Responsibilities

- New Hire Training (NHT): Conduct end-to-end onboarding and process training for new recruits, ensuring they meet the required benchmarks before nesting and production.
- Refresher & Upskilling Sessions: Identify performance gaps across existing batches and execute targeted refresher modules to improve quality and operational metrics.
- Content Delivery & Maintenance: Deliver training modules effectively, and periodically update training materials based on process updates or feedback from Quality and Operations.
- Nesting Support: Provide hand-holding support to current agents during their nesting phase, offering real-time feedback and coaching.
- Throughput & Certification:



Meet target certification rates and training throughput timelines while maintaining high training quality.
- Reporting & Documentation: Maintain meticulous records of training attendance, assessments, scores, and individual feedback trackers.

Required Skills & Qualifications

- Experience: 23 years of core experience delivering process or communication training within a domestic or international BPO voice ecosystem.
- Language Skillset: Absolute fluency in English, Tamil, and Telugu. The ability to seamlessly translate or train in these regional languages is mandatory.
- Domain Knowledge: Strong understanding of BPO metrics (e.g., AHT, FCR, CSAT, Quality Scores) and feedback mechanisms.
- Soft Skills: Excellent presentation, public speaking, and interpersonal skills. Must possess high patience and strong classroom management capabilities.
- Tools: Proficiency in MS Office (Excel, PowerPoint, Word) for creating presentations and tracking daily metrics.

Contact Person - Puneetha - HR Asst ManagerContact Number - (phone hidden)

📌 Lead Trainer (Tamil Nadu)
🏢 Imarque Solutions
📍 Tamil Nadu